User testing & customer experience
Designing for energy means designing for complexity. My approach focuses on making invisible systems understandable and translating technical and behavioural complexity into experiences that support clarity, trust and confident decision-making.
My goal is to enable users to engage meaningfully with services that shape both daily life and long-term sustainability.
Owning user testing
and agent shadowing
Customer experience is heavily dependent on internal systems, so improving agent workflows or operational tooling has just as much impact as front-end changes.
Energy industry
Service ecosystem
Designing end-to-end service journeys that includes digital interfaces, operational processes, and human support interactions.
Data driven
decision making
Drive for fewer support calls, clearer billing understanding, smoother onboarding and operational efficency.
UX preparation for
new product launch
Requiring true end to end thinking across both the customer and the wider business experience. The new product service places greater emphasis on designing within a highly regulated and operationally complex ecosystem, where customer needs must be carefully balanced alongside accessibility standards, billing infrastructure and internal operational workflows. The product has now launched in beta to a controlled cohort of 20 power users, enabling validation of the user experience and interface before broader release.
